Event: Improving Performance in the Contact Centre 2007: Conference Schedule

- Richard Mill, Managing Director, Business Systems
With 20 years experience in consistently introducing and implementing technology that has provided contact centres with year-on-year payback, we overview the road map that continues the process.

- Paul Cooper, Director, Institute of Customer Service
One of the UK’s leading speakers on customer service, well known for his extrovert, and controversial views, Paul will tackle the issues surrounding today’s customer service versus where they will take us in the future.

- Martin Roberts, Vice President Marketing & Business Development, NICE Systems
A look at how to use the latest interaction analytics tools and techniques to not only improve traditional agent quality monitoring programmes, but also to get a much greater understanding of the issues and root causes that drive customer satisfaction and enterprise performance.

– Gary Schmidt, Customer Contact Center Process Leader – Quality, CUNA Mutual Group
Learn from our neighbours across the pond with a real life example of an organisation which is on the path to creating a high performance business by embracing the very latest in coaching and quality monitoring tools.

- Dave Millett, Director, Inclarity
An examination of how hosted solutions fulfils the increasing trend by companies for flexible resource which can deliver improved performance and greater customer service levels through their call centre operations. This process maximises budget through easier facilitation of short-term working, simplified business continuity options and flexible cost options linked to scalability of service.

– Marcus Hickman, Executive Research Director, Customer Contact Association (CCA)
What is the value of the contact centre in today’s business? What are the key goals contact centres should be addressing? How can technology address the customer issues of today and tomorrow?

- Stephen Owen, Managing Director, BeVoice
Reports indicate that ‘the hosted contact centre market is moving out of the early adopter stage with immense future growth potential.’ This session covers the growing number of hosted applications available, how they can be used alongside traditional on-premises equipment and how they can support multi-location working practices.

- Toby Sparrow, NHS Account Manager, OPEX Hosting & Patrick Rogan, Chief Executive, East Berkshire Primary Care Out of Hours Services
A real life example of an organisation who has opted to host some of their call centre applications, this session explores why they chose to go down this route, what they had to consider and how it has added value for them over other alternatives.